![]() COVID-19 only accelerated these trends, leaving the travel ecosystem in a game of catch-up. Whether it’s more tailored products, greater digital parity with analog services, or faster turnaround, customer expectations of what great customer experience (CX) looks like have shifted significantly. Visit our Travel page Customer experience is the challenge of the recovery Will travel players manage to reboot customer experience before travelers’ “honeymoon phase” comes to an end? Or will thinning customer patience shock the system? As travel volumes increase and business travelers return, there is potential for a wave of customer dissatisfaction-at a time when loyalty is up for grabs. ![]() Given the seeming contradiction between performance and satisfaction, the true situation may simply be that leisure travelers are happy to be on the road again after a year of being stuck at home. Furthermore, operational capacity is strained, staffing challenges are widespread, airline complaints are up, rental cars are hard to come by, and hotel amenities and services remain substantially pared down. 2 “ US consumer sentiment during the coronavirus crisis, McKinsey survey results,” May 13, 2021,. While surveys and customer satisfaction rating analyses show many travelers are satisfied with their experiences-some, surprisingly, more so than before COVID-19-a deeper look at the data reveals troubling undercurrents.ĭespite high satisfaction ratings, negative sentiment is on the rise. ![]() In this report, McKinsey and Skift Research assess the current traveler experience and find mixed signals. ![]()
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